IT Service Assurance Lead - SCADA

JR United Kingdom; Horley; On-site; GBP 50,000 - 80,000; Full time

Job summary

An established industry player is seeking an IT Service Assurance Lead to ensure effective IT service delivery across various business areas. This role involves managing escalations, supporting significant IT changes, and championing continuous improvement of IT services. The ideal candidate will have substantial experience in SCADA and gas environments, strong leadership skills, and the ability to communicate complex IT issues in business terms. Join a dynamic team dedicated to enhancing service quality and efficiency while working closely with stakeholders and service providers.

Qualifications

• 5+ years of senior-level customer service experience required.
• Strong interpersonal and leadership skills are essential.

Responsibilities

• Ensure effective delivery and maintenance of IT services.
• Manage service escalations and communication of service events.

Skills

Gas Experience

SCADA Experience

Senior-level customer service

Interpersonal skills

Leadership skills

Stakeholder relationship skills

Excellent communication

Strategic thinking

Job description

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IT Service Assurance Lead - SCADA, horley

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Client:

TalentHawk

Location:

horley, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

5

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Job Title: IT Service Assurance Lead - Utilities Experience

Reports To: Product Group Manager

Salary Range: Competitive

Purpose of the Role:

Ensure IT services are effectively delivered and maintained for specific business areas, including regional offices and depots. Handle service support and escalations to meet business needs and act as the IT service representative.

Key Responsibilities:

• Build and maintain business relationships, managing escalations and issues.
• Support significant IT changes, ensuring full testing before production.
• Champion continuous improvement of IT services.
• Manage service escalations and communication of service events.
• Participate in 24/7 coverage for high priority incidents.
• Collaborate with the Major Incident Team and IT Service Assurance Lead.
• Work with SaaS suppliers to meet SLA requirements and review services.
• Review and manage vulnerability reports and knowledge articles.

Key Accountabilities:

• Assist in service resolution to meet service level targets.
• Meet regularly with stakeholders and suppliers to monitor service levels.
• Drive continuous service improvement aligned with business needs.

Stakeholder & People Management:

• Participate in major incidents and problem management.
• Monitor key performance indicators and customer satisfaction.
• Develop strong relationships with business colleagues and service providers.

Reporting and Quality Assurance:

• Monitor performance indicators and address under-performance.
• Agree on priorities and actions with key managers and service providers.

Audit and Compliance:

• Manage IT services in line with business goals.
• Identify opportunities for efficiency and innovation with technology suppliers.

Key Skills:

• Gas Experience
• SCADA Experience
• Experience delivering IT services in multi-sourced environments.
• At least 5 years of senior-level customer service experience.
• Strong interpersonal, leadership, and stakeholder relationship skills.
• Excellent communication, translating IT issues into business terms.
• Strategic thinking with actionable delivery.
• Ability to travel to main office locations as needed.

Behaviours:

• Strategic, detail-oriented, and customer-focused.
• Collaborative, assertive, and driven.
• Strong decision-making and influencing skills.